topic Re: Data not available on phone in Get Support

Data not available on phone

caddypm — Thu, 06 Jan 2022 06:51:30 GMT

I bought extra data as an addon a long time ago and it used to work. Now, it doesn't. It says under usage that I have quite a bit left, but I can't get it on my phone even though I have the data icon activated. What to do?

Re: Data not available on phone

Anonymous — Tue, 20 Apr 2021 19:13:25 GMT

@caddypm : Maybe post a screenshot of your overview page. Blank out personal info of course. The add-ons don't stay on forever. Nor do they auto-renew. They're buy once and consume over time. Sounds like you've finished it.

Maybe also restart the phone.

Re: Data not available on phone

darlicious — Tue, 20 Apr 2021 19:59:19 GMT

@caddypm

If the data add on is still showing in your account then you haven't used it up. Do your other services work? Call? Text? Try:

Toggling airplane mode on/off.
Remove your sim card. Wait 5 min. Reinsert your sim card.
Reset your network settings.

Re: Data not available on phone

HALIMACS — Tue, 20 Apr 2021 23:00:48 GMT

Hi @caddypm

Look under your My Data and Add On's section - kinda looks like this (but yours will likely be different...)

If you DON'T have a line item for data - it's been fully consumed for the cycle or the add-on purchase.

Cycle data renews each cycle -- add-on data is on the account until fully consumed, then it drops off until it's repurchased.

Re: Data not available on phone

caddypm — Thu, 22 Apr 2021 18:53:39 GMT

My Data & Add-Ons

If a feature is not listed below, it may have been fully consumed and no longer available for use.
I bought more data and yet it still says this on the main page and I don't have data on my phone.
Data & Add-Ons Amount Used
1000 U.S. Long Distance Minutes
633 / 1000 MIN
1GB Add-on
0 / 2048 MB
1GB Data
0 / 1024 MB
1GB Promo
499.033 / 1024 MB

Re: Data not available on phone

caddypm — Thu, 22 Apr 2021 18:54:32 GMT

Also, on the data page it says this: I just can

t figure it out.

Data & Data Add-Ons

Name	*Data Limit (MB)**	Data Used (MB)**	Remaining Data (MB)	Status
1GB Add-on	2048	0	2048	Active
1GB Data	1024	0	1024	Active
1GB Promo	1024	499.033	524.967	Active

Re: Data not available on phone

dabr — Thu, 22 Apr 2021 19:39:52 GMT

@caddypm wrote:
Also, on the data page it says this: I just can
t figure it out.
Data & Data Add-Ons
Name Data Limit* (MB) Data Used** (MB) Remaining Data (MB) Status
1GB Add-on 2048 0 2048 Active
1GB Data 1024 0 1024 Active
1GB Promo 1024 499.033 524.967 Active

@caddypm From your screenshot you certainly have plenty of data available. So you've tried the suggestions without success?

You can try topping up your account with $1 and restarting the phone.

If nothing helps then you need moderators to take a look at your account. Submit a ticket via chatbot and follow prompts here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket then send a private message to Moderator_Team here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Data not available on phone

fujiyama — Thu, 22 Apr 2021 19:39:52 GMT

Could it be the Data Usage/Limit settings on your phone? What happens when you try to open a webpage using your phone's browser app?

Re: Data not available on phone

darlicious — Thu, 22 Apr 2021 20:46:30 GMT

@caddypm

Check your settings as suggested by @fujiyama. Is it possible your APN has defaulted to a different setting?

Re: Data not available on phone

BlueB — Thu, 22 Apr 2021 22:15:47 GMT

That's an odd problem, especially if you've tried rebooting your phone/etc. A few things to think through...

Are other services still working - text, calls, etc?
Does Wifi data work? I know this isn't the problem, but an easy check for internal phone apps.
Do you have data saver or limits set up? The suggestion by fujiyama is a good one to check.
Double check your APN settings (listed below) - are they still in tact?

Otherwise, I would be tempted to reach out to a Moderator to ensure your account is still set up correctly (use the SIMon chatbot, lower-right corner, click on the Chat bubble).

APN Settings

Name: Public Mobile
APN: sp.mb.com
Proxy: Leave blank
Port: Leave blank
Username: Leave blank
Password: Leave blank
Server: Leave blank
MMSC: http://aliasredirect.net/proxy/mb/mmsc
MMSC proxy: 74.49.0.18
MMS port: 80
MCC: 302
MNC: 220
Authentication type: Leave blank
APN type: Leave blank

Data & Add-Ons	Amount Used
1000 U.S. Long Distance Minutes	633 / 1000 MIN
1GB Add-on	0 / 2048 MB
1GB Data	0 / 1024 MB
1GB Promo	499.033 / 1024 MB